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User Surveys

User Surveys. Frances M. Brillantine Catholic University Law Library AALL, July 2008. User Surveys. Survey Says!. LibQUAL+™ Survey Software. LibQUAL+™. What is LibQUAL+™? Developed by the Association of Research Libraries (ARL) in collaboration with Texas A&M University

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User Surveys

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  1. User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008

  2. User Surveys

  3. Survey Says! • LibQUAL+™ • Survey Software

  4. LibQUAL+™ • What is LibQUAL+™? • Developed by the Association of Research Libraries (ARL) in collaboration with Texas A&M University • First LibQUAL+™ survey was conducted by 13 institutions in 2000 • More than 500 libraries have since used LibQUAL+™ • LibQUAL+™ measures gaps between a patron’s minimum, desired, and perceived levels of service

  5. LibQUAL+™ Question from 2004 Survey

  6. LibQUAL+™ • Six Parts of the Survey • Core section of questions • Demographics section • General satisfaction section • Library use section • Comments box • E-mail address for incentives

  7. LibQUAL+™ Sample Survey

  8. What Do You Gain by Using LibQUAL+™? • Gap scores • Ability to compare results with peer libraries • Professional reports with extensive graphs and quantitative data analysis

  9. LibQUAL+™ Graphs & TablesStudent Results

  10. What Do You Lose by Using LibQUAL+™? • Flexibility • Customization • Analysis of results • Other Disadvantages • Survey fatigue • Questions are too broad • Cost ($3000 in 2008)

  11. Survey Software • What is survey software? • Popular Examples • SurveyMonkey • Zoomerang • SurveyWriter

  12. Some SurveyMonkey Features • Custom designs • Validation of responses • Promotion • Patron verification • Download results in a variety of formats • Variety of question formats • View results in real time • Browse individual responses • Use filters for in-depth analysis of results

  13. SurveyMonkey: Question Formats

  14. SurveyMonkey: Real Time Results

  15. SurveyMonkey: Viewing Comments

  16. SurveyMonkey: Viewing Individual Responses by Question Comment Survey Question: Why do you use the library?

  17. SurveyMonkey: Using Filters to Cross Tabulate Results

  18. 1L 3L Example of Cross-Tabulated Results

  19. What Do You Gain by Using Survey Software? • Flexibility • Ability to customize your survey • Easy options for creative analysis • Other Benefits • Cost (ranges from $200 - $400 per year)

  20. What Do You Lose by Using Survey Software? Nothing!

  21. Points to Keep in Mind • Action is the most important part of any survey • Ask questions that will give you useful feedback

  22. Types of Questions to Ask • Demographics • Benchmark • Users’ changing needs • Questions that promote a service • Open-ended comment box(es) • Beware of survey fatigue

  23. Please check one (answer required): Day student Evening student Please check all that apply: 1L 2L 3L 4E Journal staff Clinics & Externships Institutes Research Assistant Moot court Examples of Demographics Questions

  24. Examples of Benchmark Questions • How often do you use the library? • Why do you use the library? • How often do you seek reference assistance? • Please rate the level of service provided by the Circulation staff • Please rate the level of service provided by the Reference staff • Why do you use the library webpage?

  25. Example of a Question on Users’ Changing Needs • The Law Library is considering introducing a variety of new services. If implemented, how useful would you find these services? • Live online reference assistance • A library blog • Quarterly library e-newsletter • Podcasts of Librarians' research lectures • Digitized versions of honors education videos • Scheduled research consultation sessions

  26. Example of a Question that Promotes a Service • How often do you use the Online Journal Finder to locate an electronic journal? • A few times a week • A few times a month • A few times a semester • A few times a year • Never • I don't know what the Online Journal Finder is

  27. Example of an Open-ended Comment Box • If you were in charge of the library for just one day, what would be your top priority?

  28. One Final Point • Beware of survey fatigue • Survey should take no more than 10-15 minutes to complete • Keep questions simple

  29. For More Information • For today’s presentations and handout, please visit: http://www.libraryquality.com Thank you!

  30. User Surveys Frances M. Brillantine Catholic University Law Library AALL, July 2008 brillantine@law.edu

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